Compatible HP 963 (3JA23AE-REM, 3JA24AE-REM, 3JA25AE-REM, 3JA26AE-REM)

If there has been a full set of genuine cartridges installed in the printer prior to installing the new compatible cartridges then a full compatible cartridge replacement may be required if the error message (Cartridge is not compatible) appears

If this error message still appears after this troubleshooting or you don't have a full set of compatible cartridges available please consult the "Problems you might encounter" section below

• This incompatible cartridge error message appears when the printer detects that there is both genuine and compatible cartridges installed in the printer

• To do a full genuine to compatible replacement please follow the steps below:

1. 1. Remove all the cartridges currently installed in the printer and turn the printer off. Leave it off for 15 minutes then turn it back on
   2. Re-install a full set genuine HP ink cartridges in the printer - These genuine cartridges can be half full or even empty
   3. Once the genuine cartridges have been detected, remove and the replace them with compatible cartridges.

Note: This must be done in one go

Problem: Cartridges Altered or Cloned

The printer is displaying a message that says the cartridges have been altered or cloned.

Resolution

This is a warning message. The printer has recognised that the cartridge is not original HP and is letting you know. This can be resolved by pressing 'OK' then you can continue to use the cartridges as normal. If the message does not go away, it might be that HP Plus has been installed on the printer. If this is the case, please contact our help centre.

Problem: HP Cartridges Installed

The printer is displaying a message that says the cartridges are original HP that were previously installed (this message may vary depending on the printer model).

Resolution

This is just a warning message. Click 'OK' and continue to use the cartridges as normal.

Problem: Cartridge Problem

The printer is displaying a message that says there is a problem with the cartridge.

Resolution

Remove the cartridges and reset the printer. Reinstall the cartridges and continue to use them as normal. If the message persists, there might be an issue with the cartridges.

Problem: Printing blank pages / Fading on print / Incorrect colours being produced

Printouts are coming out very faded or blank, or with the incorrect colours.

Resolution

In the unlikely event that your cartridge is not printing to your satisfaction, there may be a blockage on the print nozzles caused either by dried ink particles or an air lock.

This problem can easily be remedied by carrying out a simple manual cleaning procedure:

• 1. Take a cotton bud and dampen with some warm water. Then gently wipe around the area of the print head at the base of the cartridge.

• 2. Afterwards, dab the print head onto a clean absorbent paper kitchen towel until the ink begins to filter through. The following colours should be visible on the kitchen towel:

For the black cartridge - a full black oval shape

For the colour cartridge - 3 distinct oval or round shapes should be seen coloured cyan, magenta and yellow

• 3. Take a clean, dry paper kitchen towel and gently wipe the copper contact points at the back of the cartridge and the contacts inside the printer cartridge carrier.

Problem: HP ink has been depleted

During use an error message appears stating that the HP ink has been deleted

Resolution

Press OK on the message and continue printing

• By pressing "OK" your ink status monitor will be disabled.

• This means you’ll have to monitor how much ink is left in the cartridge based on print quality.

• If your print quality deteriorates during use, please perform a printer alignment test before considering a replacement cartridge.

This image shows the front of the cartridges.

The back of the cartridges can be seen in this image.

This image shows the side of the cartridges, do not remove the seal covering the ink.

Printers that use HP 963 cartridges

To see a full list of products that work in your printer, click on the model name below:

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